I came into this store to exchange a bracelet that I received as a gift for Christmas. I did not have a receipt, but the price tag was still attached, and it was in the original Alex and Ani box. When I walked in, I stood in front of the sales counter for a good minute before the manager on duty bothered to ask me how she could help me. I told her that I needed to make an exchange and she took one look at the sticker from an independent jeweler that is licensed to sell Alex and Ani affixed to the box and said they couldn't accept the exchange. I politely asked the manager why that is, since the exact same bracelet was in the display case right in front of me. She said that Alex and Ani merchandise purchased at independent jewelers is different than that purchased at Alex and Ani stores. I asked her to prove that to me, and she stammered and hesitated at first, refusing to compare the bracelet that was purchased for me and the bracelet in their display case. She finally took the bracelet out of the display case and was caught in her lie as the bracelet I received was identical to the one they had in stock. She then said "whatever, I'll only exchange this bracelet for the other color of the same design". I told her that was completely ridiculous because the bracelet that I wanted to exchange it for was right next to the bracelet in the display case. She suggested that I exchange the bracelet that I received at the independent jeweler where it was purchased. I asked her if she was suggesting that I drive three hours to Ohio to make the exchange, and she laughed in my face.
As a manager at a retail shop myself, I was so mad not only because this was the worst customer service experience of my life, but because I would never dare treat a customer this way. Thankfully, the Alex and Ani store at Ross Park Mall was happy to make the exchange with no questions asked. I reported the Walnut Street Alex and Ani store to Alex and Ani customer service and received a profuse apology from their home office. Hopefully the manager at this store will never speak to someone like that again.
All USA
I came into this store to exchange a bracelet that I received as a gift for Christmas. I did not have a receipt, but the price tag was still attached, and it was in the original Alex and Ani box. When I walked in, I stood in front of the sales counter for a good minute before the manager on duty bothered to ask me how she could help me. I told her that I needed to make an exchange and she took one look at the sticker from an independent jeweler that is licensed to sell Alex and Ani affixed to the box and said they couldn't accept the exchange. I politely asked the manager why that is, since the exact same bracelet was in the display case right in front of me. She said that Alex and Ani merchandise purchased at independent jewelers is different than that purchased at Alex and Ani stores. I asked her to prove that to me, and she stammered and hesitated at first, refusing to compare the bracelet that was purchased for me and the bracelet in their display case. She finally took the bracelet out of the display case and was caught in her lie as the bracelet I received was identical to the one they had in stock. She then said "whatever, I'll only exchange this bracelet for the other color of the same design". I told her that was completely ridiculous because the bracelet that I wanted to exchange it for was right next to the bracelet in the display case. She suggested that I exchange the bracelet that I received at the independent jeweler where it was purchased. I asked her if she was suggesting that I drive three hours to Ohio to make the exchange, and she laughed in my face. As a manager at a retail shop myself, I was so mad not only because this was the worst customer service experience of my life, but because I would never dare treat a customer this way. Thankfully, the Alex and Ani store at Ross Park Mall was happy to make the exchange with no questions asked. I reported the Walnut Street Alex and Ani store to Alex and Ani customer service and received a profuse apology from their home office. Hopefully the manager at this store will never speak to someone like that again.